Chief Operations Officer
Job Title: Chief Operations Officer
Reports To: Chief Executive Officer
Job Summary: Chief Operations Officer (COO) is responsible for ongoing operations and management of health center programs and support services, ensuring support services and programs meet and comply with regulatory agencies, program regulations and payer requirements. Position ensures, through management staff, the operations are occurring in a cost effective, customer orientated, quality driven manner according to CCHCI’s mission, strategic plan, tactical plan, operational plan, and establishes policies and procedures in compliance with Patient Centered Medical Home, JCACHO HRSA Health Center Program requirements. Provides operational guidance and oversight for Strategic Planning, Business Development, Grant Management, Project Management, Contract Management, Health Information Management, Information Technology and Systems, Operational Compliance and Program Monitoring responsibilities.
Qualifications and Requirements:
Requirements listed below are representative of the knowledge, skill, and/or ability required for the position. The job description and duties may be modified at any time to meet operational needs.
Essential Job Duties:
- Provides Strategic Leadership
- Chief Operations Officer (COO) is a member of C-Suite and contributes to successful achievement of the organization’s mission and strategic initiatives by providing leadership, oversight, evaluation, and direction for the general administrative, clinic operations and change management initiatives of the organization through planning, organizing and directing various functions.
- As a member of senior management, COO works closely with Chief Executive Officer (CEO) on operationalizing organizational priorities and initiatives, such as Value Based Contracts, Business Plans, and Grants. COO also attends Board of Directors meetings and assigned committee meetings.
- Works closely with Chief Medical Officer (CMO) to ensure that clinical operations are efficient, with a focus on quality patient care and positive clinical teamwork environment, to facilitate patient care at goal productivity standards.
- Work closely with Chief Financial Office (CFO) on program audit responses, program budgets and develop action plans to ensure financial viability.
- Work with CEO, and Leadership team, to translate business, vision, and strategy into operational tactics to achieve strategic goals and jointly focus on containing costs while ensuring revenue generation, all while maintaining a true quality and patient-centric environment.
- Utilizes innovative, evidence-based, and technological advancement strategies to plan and direct daily health center operations, including all community and mobile program sites, with a focus on improving overall organizational efficiency, effectiveness, and quality of care within a PCMH integrated primary care practice.
- Responsible for Quality Assurance and innovative strategies directed towards improving patient/client outcomes, safety, satisfaction, confidentiality, and cost containment.
- Facilitates and promotes orientation, customer service and operational training, hands-on coaching, and other staff development tools and resources for all operational staff, and monitors performance.
- Provides Operational Leadership and Oversight
- Directly or indirectly manages and oversees clinic operations staff, laboratory services, central supply, facilities, information technology, informatics, and other operational staff, to include hiring, training, evaluating, and conducting disciplinary actions and other personnel actions as required.
- Reviews and approves plans for planned outputs, budget spending, labor, material, and order entry efficiency, as well as customer service.
- Reviews and approves cost control reports and estimates, as well as manpower and facilities requirement forecasts.
- Reviews and approves major projects involving functional changes within organization’s functional areas.
- Establishes and manages all information, communication, and security systems.
- Establishes and oversees medical, dental, and office procurement programs and inventory tracking systems.
- Establishes and maintains contractual agreements with outside vendors for daily operational needs.
- Maintains buildings and equipment by planning for space allocations, building additions, and major equipment acquisitions and developing maintenance programs.
- Oversees and maintains a comprehensive vehicle driver’s training/maintenance program.
- Develops, monitors, and presents key performance indicators and departmental dashboards.
- Serves on Leadership Team as well as other formal (to include Quality Council) and ad hoc committees & teams as appropriate.
- Works collaboratively with CFO on annual budget, volume projections, equipment planning, staffing and cost control initiatives.
- Works collaboratively with members of the Leadership Team to assure achievement of annual business strategic goals and objectives.
- Works collaboratively with Leadership Team to identify future market trends including innovative processes as well new opportunities for programmatic, technological and revenue growth.
- Works collaboratively with CEO on grant writing initiatives as directed by the CEO.
- Ensure compliance with all HRSA regulations/requirements, PCMH and Joint Commission.
- Recommends, develops, and maintains data tracking tools to measure employee performance, work processes, and overall effectiveness of healthcare delivery system.
- Plans and directs efforts to improve efficiency and effectiveness, and to achieve goals for financial performance, quality, and regulatory adherence.
- Assists at ensuring a well-coordinated approach to standardization of care across all sites.
- Works collaboratively with CMO and other Leaders to monitor and improve workflow processes and outcomes of care.
- Works collaboratively with CEO, CMO, Managers and Human Resources to assure achievement of annual recruitment and retention objectives, to include the development of staffing plans, for provider and employee staffing.
- Develops, implements, and evaluates policies and procedures aimed at standardizing services in a systematic manner that ensures quality, safety, and reduction of environmental hazards for staff patients and clients.
- Reviews, analyzes, and evaluates monthly financial and statistical information and productivity reports with Managers and assists with making necessary adjustments as appropriate to comply with annual business/budget plan.
- Works collaboratively with CMO and other stake holders in monitoring the performance of the Electronic Health Record, Nextgen.
- Assists with development of proposals and recommendations for facilities projects and purchase of capital equipment and supplies.
- Participates and implement functions related to organization’s involvement in local/regional emergency preparedness including education, training and implementation of specialty services needed in an emergency.
- Fills in for CEO at Board Meetings, and/or other meetings at CEO’s request.
Required Education, Experience, Certificates & Licenses:
- Bachelor’s degree in healthcare administration or related field required.
- Minimum of 7 years administrative, operational, and leadership/executive experience in healthcare industry or in federally funded not for profit environment.
Preferred Education, Experience, Certificates & Licenses:
- Master’s degree preferred.
- Executive management experience as Director or member of Executive Suite strongly preferred.
- Extensive knowledge of alternative health care delivery systems, revenue cycle optimization, cost containment, marketing, reimbursement methodologies, quality and management information systems in healthcare field preferred.
- Knowledge of working in a regulatory environment referred.
- Knowledge of JCAHO and/or PCMH certification highly desirable.
- Knowledge of FQHC environment is highly desirable. Executive experience in FQHC environment strongly preferred.
- FACHE certification preferred. Lean Six Sigma, Project Management and/or other relevant certifications preferred.
- Knowledge of NextGen software preferred.
- An equivalent combination of education and experience that meet position requirements may be considered.
Required Language Skills:
- Ability to comprehend and compose instructions, correspondence, and communications in English in both oral and written format.
- Adept at reading, writing, and interpreting technical documents and procedure manuals.
- Ability to effectively present information in one-on-one and small group situations to patients, internal providers and staff and other agency staff working in cooperation with organization.
- Ability to occasionally exert enough force to move objects weighing up to 10 pounds.
- Ability to continuously remain in a stationary position.
- Ability to occasionally move about inside the workplace to access files, office machinery, etc.
- Possesses hand-eye coordination and manual dexterity necessary to constantly operate computer, telephone, and other office machinery.
- Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
- Ability to discern the nature of sounds at a normal spoken volume.
Other Required Knowledge, Skills, and Abilities:
- Must have a demonstrated commitment to accountability and transparency.
- Must possess superior public communications (speaking and writing).
- Ability to employ statistical/mathematical methods to collect and analyze data and develop solutions.
- Ability to compute rate, ratio, and percent and to draw and interpret graphs.
- Ability to perform a variety of assignments and make decisions requiring considerable independent judgment.
- Displays high level of critical thinking and problem-solving skills.
- Displays sound and accurate judgment and ability to make timely decisions.
- Knowledge of HIPAA and Corporate Compliance rules and regulations.
- Strong Computer proficiency required with proficiency in use of all Microsoft Office programs.
- Demonstrated leadership and management skills with successful track record for building high performance teams and leading organizational change in complex environments.
- Excellent interpersonal skills with a commitment to quality healthcare and customer service.
- Broad understanding of clinical operations, staff management and development.
- Ability to employ motivational techniques to train, mentor, and lead staff.
- Ability to positively represent CCHCI to the public at all times.
Work Environment & Conditions:
- Work environment is typical of an administrative office setting with no substantial exposure to adverse environmental conditions.
- Work requires reliable transportation as position requires frequent travel and extended hours to include early mornings, evenings, holidays, and weekends.
- Work requires ability to be contacted by cell phone during or outside of regular work hours.
Job Status: Full Time